Report the case online if you get sick abroad

SOS International now offers travellers the possibility to report a case online, if they get sick or are injured on vacation. The aim is to make processing cases more efficient and to improve the customer journey.

SOS International has launched a digital solution where travellers who get sick or are injured can report their case online. The digital solution is a supplement to the traditional points of contact such as by phone and e-mail.

Returns with a plan
The solution has for a time been available to a select group of insurance customers. And in the next period, the solution will be rolled out to more customers.

- The experience we have from our first customers is great, so we will be rolling the solution out for more customers before summer. In addition, we will be using data to fine-tune and make the solution even more attractive and intuitive for the travellers, Tine Pilgaard Poulsen, Head of Implementation and Development, Travelcare Division, says.

When a traveller has reported a case, the alarm centre will approach the case as if it was done by phone. The staff check the customer’s coverage and forms a plan, before a call is made:

- Since the preliminary details are already in order, the staff will be ready with a plan when they call. The call can then be spent matching expectations and bringing the traveller peace of mind, Tine Pilgaard Poulsen says.

The digital aim of Travelcare

With the majority of customers implemented within the case management system, the solution is an example of how SOS International’s Travelcare Division develops digital initiatives that create value for customers and injured travellers:

- Our case management system is a platform for the development of multiple digital services. It is part of our strategy to improve the customer journey and create flexible digital solutions that live up to the expectations of injured customers, , Karin Tranberg, EVP, Travelcare, SOS International, says.

The focus of SOS International is to use digital points of contact and automated processes when it makes sense for both the organisation, the travellers, and the customers:

- Empathy cannot be created digitally, and it will always be a unique experience getting sick on vacation. We help people in need – both the ones who need peace of mind by calling on the phone and those who prefer a digital entrance. To us, it is about offering our competences and value wherever it makes sense, Karin Tranberg says.